Customer Service Advisor

4 weeks ago

Brickfields, Malaysia eTeam Workforce Full time

**Customer Service Advisor IT Project - Mandarin Speaker (Permanent Position) Local Malaysian**

**Location - KL Sentral**

**Operation Hours - Between 9am - 6pm (No shift after 6pm) Normal Working Hours**

**Working Days: Monday
- Saturday Off Days: 2 days (Sunday Fix Off Day & 1 day rotational Off Day)**

**Basic Salary: Up to RM 4K**

**Target Start Date: 7th August 2023 (Immediate Intake)**

**DUTIES AND RESPONSIBILITIES**:
**Primary Job Functions**:

- Identify customers’ needs, clarify information, research every issue, and provide solutions and/or alternatives.
- Build sustainable relationships and engage customers by taking the extra mile
- Keep the customer’s privacy and protect customer information.
- Meet personal/team qualitative and quantitative targets.
- Handle simple to difficult inquiries in a given span of time.
- Manage different types of callers in a given span of time.
- Achieve the given metrics in accordance to the center’s commitment to client
- Manage and resolve customer complaints.
- Identify and escalate issues to supervisors.
- Provide accurate information and excellent customer service.
- Research required information using available resources.
- Research, identify, and resolve customer complaints using applicable resources.
- Process request according to customer’s preference on time
- Route calls to appropriate resources
- Document all call information according to standard operating procedures.
- Recognize, document, and alert the management team of trends in customer calls.
- Follow up customer calls where necessary.
- Complete call logs and reports
- Other duties as assigned.

**Minimum Requirements**:

- Relevant working experience in contact center as customer services is preferred or fresh graduate.
- Minimum Diploma Holder or higher is preferred, major in IT/Computer & Engineering ONLY.
- Knowledge of customer service practices and principles
- Excellent data entry and typing skills.
- Superior listening, verbal, and written communication skills
- Ability to handle stressful situations appropriately.
- Excellent verbal and written communication skills in Mandarin & English.

**Salary**: RM4,000.00 - RM4,200.00 per month

Schedule:

- Day shift

Ability to commute/relocate:

- KL Sentral: Reliably commute or planning to relocate before starting work (required)

Application Question(s):

- Able to communicate in Mandarin and written as well?
- Minimum Diploma Holder major in IT/Computer or Engineering (Fresh Graduates or with experiences)?

**Education**:

- Diploma/Advanced Diploma (required)

**Experience**:

- Customer Care Specialist: 1 year (required)

**Language**:

- Mandarin (required)
- English (required)

Expected Start Date: 08/07/2023

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